CHERESE SAMUELS-MORRISON
North York,Canada
Summary
Customer service professional specializing in order routing and ticket resolution. Enhanced customer loyalty through effective problem-solving and communication. Experienced in dispatch procedures and service coordination, consistently surpassing performance goals while building strong client and team relationships.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Canada Cartage
Brampton
07.2020 - 06.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Improved resolution time with effective problem-solving for customer complaints.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed through on critical inter-departmental escalations, contributing to increased customer retention.
- Maintained detailed records of customer interactions, supporting accurate documentation and timely follow-up.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Coordinated with logistics to expedite shipping, improving delivery times for customer orders.
Dispatch Coordinator
Canada Cartage
Brampton
02.2023 - 11.2023
- Directed dispatching, routing, and tracking of 25 delivery vehicles.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Enhanced communication between dispatch and field units to minimize misunderstandings and errors.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Facilitated conflict resolutions among customers, drivers, and personnel to strengthen professional relationships and foster respect.
Customer Service Representative
Teleperformance
Toronto
02.2019 - 07.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved customer inquiries to promote satisfaction and cultivate positive service experiences.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Worked with team members to establish and implement best practices, enhancing consistency in customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Utilized Zendesk and Salesforce to track customer interactions and manage service requests.
Education
Basic Training Diploma - Executive Office Assistant
Toronto School of Business
Brampton06-1995
Some College (No Degree) - Business Management
Humber College
LakeshoreSkills
- Customer issue resolution
- Ticket resolution
- Order processing
- Order routing
- Call prioritization
- Coverage verification
- Customer relations management
- Call metrics management
- Service coordination
References
Provided on request
Timeline
Dispatch Coordinator
Canada Cartage
02.2023 - 11.2023
Customer Service Representative
Canada Cartage
07.2020 - 06.2025
Customer Service Representative
Teleperformance
02.2019 - 07.2020
Basic Training Diploma - Executive Office Assistant
Toronto School of Business
Some College (No Degree) - Business Management
Humber College